As a manager, what in your opinion is the best way to deal with an angry client?i know that each person has his approach, so lets see the answers.

Every situation can be different depending on the type of personalities engaged in a given situation, therefore, possible right actions can vary as well. However here's a list of common steps to handle most "Angry Client" situations:

• Walk him/her out of the conflict spot to sit down at your office or a private area,
• Offer him/her a glass of water or a lemonade.
• Practice active listening while showing interest in the matter,
• Show him/her that you are in their side by all means,
• Apologize for unexpected inconvenience  
• Offer comprehendible excuses with a promise to fix possible causes.
• Help them achieve what they have came here for. 
• If appropriate with respect of  their age or anticipated type of personality you could share a quick joke to completely relieve tension.
• Acompany them in their way out with a comfortable smile. 

For an outstanding finish a manager could 

• Later, make a feedback call/message few days after infused with good news or an offer costumed to their liking. 

Good Luck!

Break in communication generally leads to anger and distaste. Failure to convince or get convinced leads to anger.

Therefore it is utmost important to give enough time for listening. Listen with humility as the person concerned may have a genuine reason. Assess the situation and then either get convinced or convince the person with logical solution to end the anger and bridge the communication gap for continuity.

Firstly Apologize, an apology goes a long way. Second Assure that you are trying to do whatever it takes for his/her interests.Third Listen, Listen Listen, many customers reach that point of anger because we as the supplier fail to listen to what they want and misinterpret their needs or assume their needs.Fourth Make sure you clearly comprehend and understand and agree the corrective course of action with your customer make sure he/she is happy and then go about doing it.

dear Adham Fayad

I had replied to a similar question by Syed waqar ali shah on28th Feb2014. kindly permit me to bring the following to your attention too. 

First and foremost requirement in such a case is to first introspect and find out are you genuinely interested in retaining this customer and you are really customer centric

find out if your compnay also wishes to genuinely solve the problem at hand. at times the bosses are not as attuned to customers as the forntline people are! have a solution  or two at hand that are fully agreed to by your bosses! 

If you really care for the customer, study the case thoroughly and have all facts on your finger tips 

Request for an appointment and assure the agrieved party that you are genuinely interested in finding a resolution 

Then actually meet the person face to face and listen proactively to his grouse. allow him to vent his anger. then put the facts of the case openly to his attention accross the table and suggest a solution and seek his views with a view to secure his consent

if your company is at fault simply admit and then state the rememdial action . if the customer is at fault, make it reasonably clear that he is at fault and at the same time offer your assistance to minimise the impact of this mistake even if it is from his side.

then genuinely follow up and see that the customer  and his views are given due importance.

A customer knows that mistakes are bound to happen but he expects that his case is genuinely heard. many times a patient hearing is all that is needed to overcome the impasse.

Customer when he knows that you have considered both his own and your company  viewpoints and you are genuinely interested in supporting him, the situation is brought under control. 

Even you may earn his continued custom and loyalty  

every company must aim to utilize the life time value  of the customers! retaining existing customers costs less than to acquire new ones 

good luck

amrut desai

I think angry people are not the same, but the most important point to manage your emotions and not get dragged in, or rush in taking decisions before you have a full picture of the situation.

try to manage this person anger and talk him into telling you what seam to be the problem and find out his expectation to resolve his issue before you offer any thing.

I would like to mention what I have learnt:

Just keep ice on head and sugar on tounge.

Making beilive customer for NO probable financial or any loss

Polite "Sorry" and to say " Don't worry, Sir, I am with you and for you"

Making notedown the problems in front of him and ensure to retally with him

Give probable time to solve the problem

Ask for his co-opreation also

To go with him to drop him at organization entry gate

and say " Thank you for the valuable time given to me, I do value for that,  Shall revert back to you shortly with updates"

By, Have a nice day.

First and foremost thing which you have to do is to listen to the customer and understand his pain area and present a workable solution first and then fix the root cause. Don't give false commitments this can be a death blow.

First thing is: make a quick calculation of the situation. Do you need to apologize & compensate or to just explain in order to calm him down? This will determine your approach (which is totally different in these two cases).

 

Next, and regardless of the problem or dispute at stake, I will to stick to following:

 

1. Assure him that you are here to satisfy his needs if possible & that you will try anything not to make him walk out angrily or dissatisfied.
2. Listen carefully & empathically to what he has to say (put you in his shoes, even if too big or too small)
3. Calculate his needs for a private long talk or a quick resolution of the matter.  Give it to him.
4. Talk only after they you feel that they have released most of their anger & are willing to listen or understand now.
5. Don’t react to anger & offence with anger & defense. Absorb it.
6. If they cling to repetitive complaining, break the vicious circle by suggesting solutions.
7. Pay attention to you non-verbal messages & body languages. Be engaged.
8. Let them know you’re the one in charge who is going to solve this matter here & now.
9. Perform a follow-up action via email or phone to assure they come back. Most clients value this.
10. Educate the first contact-person who failed to handle the situation about what you did and how he/she an handle it in the future.

An angry client is as easy as a crying baby, you just listen to him as you are very keen to listen to his complain or arguments. Admit almost everything he is trying to raise. Once cooled down you can start your intelligent tactics on him.

First : you must soothe the client through some of the kind words for some time.

Second : listening attentively to the customer and try to determine the cause of the problem , which was the reason for his anger.

Third : to solve the problem in a calm and decisive.

Fourh : can measure the level of customer satisfaction , where the client must be completely satisfied.

First up all listen to the client  why he is angry? Find out the reason of his angriness ,offer him a seat and give him a cup of water and listen him patiently  and try to pacify him by conversating with him in such a way that he feels you are there for him only .Check out the facts and figures of his angrinessand try to settle it. A client is a most important factor of business even though he gives a small return to the company .He can be a huge asset tommorrow.